IT Service Quality Manager
The candidate will be part of the Global Command Center (GCC) Control Room team, within the GOSP Infrastructure Operation division, with the ownership of: defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan identifying, launching and coordinating quality improvement initiatives, including AIOps managing GCC communication and reporting towards GOSP C-Levels, building effective presentations The ideal candidate has: a proactive, autonomous and driving approach an extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices,
specifically as Incident Coordinator and Problem Owner an experience in Major Incident coordination or Crisis management an IT Technical Operation and development background a strong attitude to define fact-based improvements, both on processes and technologies the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements multiyear experience in managing projects Main activities under the role responsibility are: Process analysis, design and reporting: Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.<
specifically as Incident Coordinator and Problem Owner an experience in Major Incident coordination or Crisis management an IT Technical Operation and development background a strong attitude to define fact-based improvements, both on processes and technologies the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements multiyear experience in managing projects Main activities under the role responsibility are: Process analysis, design and reporting: Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.<